The Customer Service Agent, under the guidance of the Customer Engagement Manager, will be responsible for responding to day-to-day queries from customers, agents and freight forwarders, while providing excellent customer service and ensuring a positive experience when contacting WFS. The role will also support billing, contract review and commercial activities within WFS.
-
Responding to customer, agent and freight forwarder queries by email and telephone, providing a high standard of customer service and timely support.
- Building effective working relationships with customers, agents, freight forwarders and operational colleagues to support clear communication and prompt query resolution.
- Liaising with operational teams to ensure customer and agent queries are directed to the appropriate employees and resolved efficiently.
- Keeping customers and agents updated on the progress and outcome of their queries, ensuring communication is clear, professional and timely.
- Understanding relevant operational processes to ensure queries are managed correctly and in line with business requirements.
- Supporting the Customer Engagement Manager with the preparation of reports and analytics by gathering, checking and submitting accurate customer service and billing data.
- Managing a high volume of calls and emails while remaining calm, organised and focused on delivering a positive customer experience.
- Demonstrating a proactive and resilient approach when responding to queries and supporting customers on a consistent basis.
- Liaising regularly with the ABS system and the Customer Engagement Manager to coordinate billing set-ups, billing queries and any required changes.
- Maintaining ABS housekeeping, including responsibility for the ABS Matrix to ensure information remains accurate and up to date.
- Conducting audits of airline contract set-ups and changes to ensure accuracy, compliance and consistency.
- Conduct audits on airline contract set up and changes.
-
Excellent command of the English language in both written and verbal communication to effectively communicate with team members, supervisors, and external stakeholders.
- Customer Service experience is key to this role.
- Attention to detail when providing administrative support with strong organisational skills.
- Basic IT skills required to capture relevant information on the various airlines dedicated computer systems.
- Multi-tasking ability and the need to remain calm under pressure and to work against tight deadlines.
- Air cargo knowledge is desirable to understand the industry requirements.
Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5-year employment history and a drug & alcohol test.
Safety
- Always look out for our own and each other's safety.
- Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously.
- Comply with all relevant safety regulations and standards at all times.
- Learn from mistakes and share that learning.
Customer Focus
- Delight customers by actively anticipating their needs, concerns and preferences.
- Offer alternative "yes" solutions to "no" situations.
- Deliver service excellence and always aim to exceed customer expectations.
Respect
- Appreciate everyone's background, cultural values and opinions at all times.
- Actively listen and understand other's intent and point of view, especially during disagreements.
- Build trusting relationships, demonstrate empathy and care for others.
Excellence
- Always do the right thing. Do it right the first time.
- Demonstrate extreme ownership: See it, Own it, Solve it.
- Adopt a growth mindset: keep learning, stay agile, be resilient.
- Set high expectations, embrace innovation and practice continuous improvement.
Teamwork
- Prioritise SATS Group's interests over one's own and department needs.
- Proactively share resources, ideas and information constructively.
- Build on each other's strengths and ideas to achieve win-win outcomes.
WFS, a member of the SATS Group, is a global air cargo logistics leader and best-in-class ground handling partner.
In our UK business, which employs more than 900 people across 17 sites nationwide, we have a clear vision: to empower our people, continuously improve, and lead our industry through outstanding customer focus.
